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FCA Automotive Solutions – end-to-end implementation

“We are delighted with the way White Clarke Group has partnered with us.” says Martin Thomas, former MD at FCA Automotive Solutions. “Their sector expertise has been central to a remarkably painless implementation in an exceptionally short timescale."

Context

The integration of Jaguar, Land Rover and Chrysler financing operations into the FCA Automotive Services (previously FGA Capital) fold was a real game-changer in a number of ways.

One of the many pressures FCA faced was the need to bring Point-of-Sale front-office, mid-office underwriting, pay-out and activation, plus back-office customer and dealer finance and services in-house – key retail operations that had been outsourced to Santander. The Santander service was due to close in December 2011. A go-live date of 1st January 2011 was an immovable deadline.

Challenge

The challenge did not so much have to help FCA set up a new internal structure to handle retail operations, or even to advise on an appropriate Contract Management System to support in-house operation. The key challenge was to arrive at a full operating model in 90 days, so that a decision could be made on necessary IT systems by mid-August, 2011. This was further compounded by the fact that White Clarke Group had limited access to Santander in order to arrive at a clear understanding of the existing operation at Santander.

Solution

CALMS went live on target, in time for the cut-off from Santander. The system manages the full lifecycle from front-office to mid-office right through to the back-office functions, maximizing operational efficiency and customer service. Everything from Point-of-Sale (via multiple dealer networks) through to credit approval, contract management, in-life customer support and collections.

Results

“We are delighted with the way White Clarke Group has partnered with us.” says Martin Thomas, former MD at FCA Automotive Services. “Their sector expertise has been central to a remarkably painless implementation in an exceptionally short timescale. What we also find reassuring is the flexible way in which CALMS can be re-configured. That played a role during implementation and we recognize the commercial advantage it promises in our rapidly changing business environment.”

Brendan Gleeson, Group Executive Vice President White Clarke Group: “Yet another invaluable strategic consultancy project from White Clarke Group. We are able to bring best practice as well as an informed, independent perspective because of our global participation in the captive auto finance arena. As for the software solution, CALMS has become the de facto platform for the industry, worldwide.”